Milk & More Carries Deploys Secure Automated IVR and Agent Assisted Payments from Encoded
Gatwick, West Sussex, UK, Nov 19, 2020 -- Encoded, a Payment Service Provider and provider of secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies.
Milk & More’s contact centre is a busy operation handling many calls monthly. At the start of lockdown when Coronavirus triggered panic buying, resulting in bare supermarket shelves and a switch to home delivery shopping, the Encoded solutions proved invaluable.
Rebecca Manning, Head of Customer Service at Milk and More said, "At the beginning of the pandemic we were inundated with calls and in just 3 days, registered around 30,000 new customers. This tremendous increase in demand forced us to prioritise calls including encouraging customers to use automated methods.
Fortunately, the simplicity of Encoded’s IVR and Agent Assisted Payment solutions meant we could quickly train our advisors and educate our customers to the benefits of automated payments while maintaining customer loyalty. In a very short space of time we have dramatically increased sales and the numbers are still growing."
Rob Crutchington, Managing Director of Encoded said, "The simplicity and flexibility of Encoded technology allows organisations to add agility to their customer service operations}}. During periods of change or in a crisis when time is of the essence, busy contact centres can rely on our solutions to simplify the payment process. Implementing IVR payments helps to deflect time-consuming calls away from the contact centre and shave pounds off squeezed budgets all while maintaining high levels of customer satisfaction and loyalty."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Friday, November 20, 2020
ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today.